Call Waiting allows users to receive a new incoming call while they are already on an active call. Administrators can configure call waiting settings to control how incoming calls are handled when a user is busy, ensuring calls are managed according to the organization's requirements.
| Note: The Call Waiting feature is available only for deskphone users. |
Enable Call Waiting
1. Navigate to Configuration > Calls > Additional Options.
2. In the Call Waiting Settings section, enable one of the following options:
- Disabled: Call Waiting is disabled for all agents/devices across the practice.
- Enabled: Call Waiting is enabled for all agents/devices across the practice.
- Based on Agent/Device Settings: Call Waiting can be configured individually for each agent/device.
3. Click Save Changes.
Configure Call Waiting for Agents
1. Navigate to Configuration > Calls > Agent.
This applies only when you select Based on Agent/Device Settings in the Call Waiting Settings section.
2. Click Configure next to the agent for whom to enable Call Waiting.
3. Use the toggle switch to enable Call Waiting under Device Settings.
4. Click Update to save the changes.
| Note: The Call Waiting toggle is displayed only when the Device Type in Device Settings is selected as Deskphone.You can also configure Call Waiting in the Create Agent and Update Agent windows. |
To learn more about how to set up agents in the admin application, see: Create and Update Agents.
Configure Call Waiting for Devices
1. Navigate to Configuration > Calls > Devices.
This applies only when you select Based on Agent/Device Settings in the Call Waiting Settings section.
| Note: For devices assigned to an agent, enable Call Waiting in the Agent creation section. For common or unassigned devices, configure it under the Devices section. |
2. Click Configure for the device to enable Call Waiting.
You can also configure Call Waiting while creating a device.
3. In the Update Device window, enable the Call Waiting toggle option.
4. Click Update to save the changes.
To learn more about how to set up a Device in the admin application, see Configure Devices in Admin Application.
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